Services Coordinator

Wellspring Worldwide

18h

About The Position

We are seeking a highly organized, dynamic, and proactive individual to oversee our customers ‘getting started’ phase in implementation and onboarding. This role is critical in ensuring a smooth and successful customer experience. In addition to managing the initial customer journey, this individual will serve as a strategic bridge between Sales and Services, managing resource allocation and assisting leadership in long-term capacity planning.

Requirements

• Bachelor's degree in business administration, project management, or a related field.
• Proven experience in SaaS implementation, project coordination, or similar roles.
• Experience with CRM systems (e.g. Salesforce) and project management tools (e.g. Mosaic, GuideCX, Salesforce, Certinia, etc.).
• Demonstrated ability to mentor team members and lead through cross-functional collaboration.
• Strong ability to monitor performance metrics, analyze trends, and report findings to senior leadership.
• Exceptional interpersonal skills with the ability to manage stakeholder relationships across Sales, Product, and Support teams.

Nice To Haves

• Experience in fast-paced technology environments.
• Experience in a role requiring high-volume workload management (e.g., managing 15–20+ concurrent implementations).

Responsibilities

• Initial Outreach/Guidance: Reach out to customers promptly after contract signature within our posted time-to-start SLAs (currently 1-2 business days). Host pre-kick-off calls, as needed, to introduce the onboarding process and align on timeline expectations.
• Resource Allocation/Assignment: Act as the primary owner for assigning projects to Project Managers, balancing workloads across the team to ensure high-quality delivery. Facilitate a seamless transition of customers to their assigned project manager, ensuring all relevant information is passed on effectively.
• Resource Planning: Assist the Director of Implementation in resource planning and capacity forecasting. Monitor team KPIs and implementation trends to provide recommendations on hiring needs or process shifts.
• Sales Liaison: Collaborate closely with the Sales team to provide accurate kick-off date estimates for prospective clients based on current team bandwidth and project queues.
• Process Excellence: Standardize operational processes to increase the scalability of the onboarding team. Identify opportunities to leverage AI and tooling to optimize workflows.
• Escalation Support: Serve as a point of contact for at-risk accounts during the beginning implementation phases (Phase 0 and Phase 1) to ensure customer retention from day one. Director of Implementation will remain initial point of contact for escalations for customers in Phase 2 and beyond.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level